Customer Experience in Digital Banking
Fabio Smiraglia
Independent editorial sample · White paper · Series B, 07
AI, omnichannel strategy and trust as the new KPIs of the bank–customer relationship. Written for CX and digital banking leadership.
Thesis. Customer experience is the bank's strategic infrastructure in the digital age, and the real competitive field is the gap between customer satisfaction and advocacy.
Covers. Four directions (agentic AI, GenAI, omnichannel, trust-by-design); six European cases from NatWest to ING; the shift from satisfaction KPIs to trust KPIs; a trust-by-design metrics box and a 90-180-365 day action plan.
Sources cited. McKinsey, Accenture, Forrester, Deloitte, OECD.
Method. Source-anchored research, architecture before writing, a model-agnostic AI-assisted workflow with human review and claim verification.
Not client-commissioned work. Figures quoted in the text are attributed third-party findings, not results of my work. The image below shows the opening, translated from the Italian original. Full Italian text available on request.
How the document opens, translated from the Italian original.
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Posted Oct 19, 2026
Independent white paper sample for digital banking leaders: AI, omnichannel and trust as the new KPIs of the bank–customer relationship.
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Jul 1, 2023 - Jul 31, 2023
